Provide technical support for complex service related issues. Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events. Formulate and direct complex repair plans. Document the results of diagnostic and repair actions in the appropriate database clearly and concisely. Manage the escalation of more complex requests to the appropriate level of support. Lead diagnostic support and escalation process improvement activities. Maintain knowledge and technical understanding of current products and new products. Promote Cummins Service capability and service programs to increase sales. Distribute technical communications to the assigned region. Investigate product issues at customer or dealer locations. Mentors and coaches technicians in the region to improve capability.

Qualifications

Skills

Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.

Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level.

Component Failure Analysis - Demonstrated capability to analyze engine and/or power generation equipment failures at the component level and to collect the relevant data to develop and support the analysis and conclusions. Demonstrated knowledge by conducting failure analysis on multiple systems and equipment.

Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets.

Distribution/Service Network Knowledge - Demonstrated results in communicating and working with Distributor personnel to complete performance plan objectives which require integration with the global distribution network. Can serve as a trainer/mentor for this skill.

Field Investigation - Ability to conduct all aspects of a field investigation including; organizing the investigation with field organization and using service tools for diagnosis, analyzing data, and generating a field investigation report. Has completed multiple field investigations. Can train/mentor this skill.

Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees.

Education, Licenses, Certifications

College or technical trade school or equivalent degree, or equivalent experience, required.